Philip Allen
Round Rock,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Instructor
CyberTex Institute of Technology
05.2024 - Current
- Implemented project-based learning approach, enabling students to apply theoretical knowledge in practical situations.
- Evaluated student progress regularly through assessments and feedback, adjusting instructional strategies as needed for optimal results.
- Advocated for the integration of cutting-edge IT tools and resources into the school''s curriculum, resulting in enhanced learning experiences for students.
- Promoted a positive and inclusive learning environment in the classroom, addressing any instances of bullying or discrimination promptly and appropriately.
- Developed comprehensive lesson plans that incorporated various learning styles, fostering an inclusive classroom environment for all students.
- Organized workshops and seminars for students to gain exposure to industry professionals and networking opportunities, enhancing career prospects postgraduation.
- Stayed current on industry trends and advancements, ensuring relevance of course content and preparing students for future careers in technology.
Application Support Specialist
Q2
11.2023 - 04.2024
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Provided training to end users on new and updated systems and software.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
IT Support Analyst
City of Austin
02.2023 - 11.2023
- Incident and Task Resolution: Diagnosed and resolved issues with computer systems, printers, mobile devices, and other IT equipment, applying appropriate solutions and escalating issues to other support teams when necessary, and install, configure, and maintain hardware and software components, including operating systems, applications.
- Process Improvement: Continuously evaluated and improved support processes, procedures, and knowledge base documentation to enhance the efficiency and effectiveness of the IT support that we provide.
- Collaboration: Collaborate with other IT teams as needed to ensure seamless integration and resolution of technical issues.
- Customer Communication: Effectively communicate technical information to non-technical stakeholders, ensuring clear and concise information is provided regarding system outages, maintenance windows, and service interruptions.
- IT Project Support: Participated in IT projects, providing technical expertise, requirements gathering, and support project implementation.
- ServiceDesk Ticket System: Manage all work through the ServiceNow ticket management system, worked to add accurate notes to each ticket, and close tickets in a timely manner according to SLA agreements.
- PC Refresh: Work closely with stakeholders to deploy and replace computers that have reached their end of life
- Keep required asset management database and documentation updated
- Maintain PC refresh warehouse by keeping it clean and orderly and followed proper procedures for disposing of trash and recyclables.
- Computer Disposal: Wipe the hard drive(s) of each computer that is being disposed of by following documented procedures, keep proper documentation updated, and follow through with the computer hardware disposal after the hard drive is wiped.
- Performed System Administration functions.
IT Support
Google
01.2021 - 01.2022
- Developed skill set and knowledge of Google technology stacks, platforms, general networking, and architecture components.
- Supports troubleshooting user technology issues and IT operations, within the scope of their immediate project/team, communicating constructively and effectively with users or partners to resolve problems.
- Helps in communicating important information about system and IT operational routine changes and events to relevant stakeholders and users, and addresses their concerns.
- Assists in providing front-line user support to Google users experiencing problems with corporate technology systems and services.
- Operates within well-documented procedures to complete tasks under direct, regular guidance from a manager or senior team members.
- Provided internal support to over 5000 end users while maintaining hardware and software readiness of Google Video Chat meeting systems.
- Communicates knowledge and information respectfully and at an appropriate technical level within the immediate team or with users and partner teams.
- Knowledge of networking technologies and protocols, such as TCP/IP, firewalls, and VPNs.
Head Of Technology
Life Changers
01.2019 - 01.2019
- Successfully organized and implemented a building-wide communication system, improving communication and collaboration for 30 remote and onsite employees.
- Proficiently diagnosed and resolved hardware and software issues on both Windows and macOS platforms as part of IT support responsibilities.
- Deployed comprehensive network security measures, encompassing both hardware and software components. troubleshoot live chats, in person and over the phone.
Education
BS Degree -
Texas A&M University-Commerce
12.2017
Certificate of Completion -
CyberTex Institute of Technology
10.2021
Skills
- Communication
- Security: Nmap, Hydra, Wireshark
- Foundational Linux
- Network Fundamentals
- Programming: Basic Python, Shell scripting
- Customer Service
- OS Support: Mac, Linux, Windows
- Active Directory
- Collaborative Writing
- Technical editing
- Software Installation
- System monitoring
- Splunk Foundational knowladge
Certification
- Coursera IT Support
- Google IT Support Certification
Personal Information
Title: Application Support Specialist
Timeline
IT Instructor
CyberTex Institute of Technology
05.2024 - Current
Application Support Specialist
Q2
11.2023 - 04.2024
IT Support Analyst
City of Austin
02.2023 - 11.2023
IT Support
Google
01.2021 - 01.2022
Head Of Technology
Life Changers
01.2019 - 01.2019
BS Degree -
Texas A&M University-Commerce
Certificate of Completion -
CyberTex Institute of Technology
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